Workforce Analyst

zulily, llc - Gahanna, OH

The Real Time Analyst is responsible for providing a great customer and employee experience by effectively delivering real-time management with the purpose of optimizing resources to achieve business objectives. The key functional responsibility includes the demonstration of a strong understanding of how planning/forecasting staffing requirements translates to the creation of optimal schedules and real-time management to call center operations.

Monitor the effectiveness of the forecast and the execution of the scheduling plan. This is performed real-time, as well as, analyzing and communicating historical trends.

Continuously monitor call center systems for incoming channel volume (inbound, Email & Chat), clarify queue volume and associate real time adherence.

Analyze variances in the projected call volume and staffing appropriately and timely, not too early and not too late.

Identifies, investigates daily outside acceptable thresholds and communicates discrepancies to either the appropriate manager/supervisor.

Maintains and modifies representatives schedules once released based on unplanned events or activities. Manage proactive approval and denial of discretionary activities; such as PTO, training, meetings, 1:1 sessions, etc. Collects daily unplanned exceptions (call outs, lates) and administers those updates into the workforce management system.

Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks. Maintain communication. channels regarding events that impact call volumes.

Analyze historical performance data to identify trends (representative behavior , call volume, activities, etc.) and provide insightful expertise to leadership and Workforce Management team.

QUALIFICATIONS

Must have at least two years of workforce management experience or equivalent with at least one year of call center experience.

Strong analytical skills.

Proficient in MS Word, Excel, PowerPoint.

zulily is an Equal Opportunity Employer. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

Pay Type

Salary

Posted: 30+ days ago

About zulily, llc

zulily is a retailer obsessed with bringing our customers something special every day. Unique products from up-and coming brands are featured alongside favorites from top brands, including clothing, home decor, accessories, toys and gifts, giving custom... more

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